BSNL Telephone Customer Care: A Complete, Practical Guide

Who BSNL Customer Care Serves and What to Expect

Bharat Sanchar Nigam Limited (BSNL), incorporated on 1 October 2000, operates across all 22 telecom circles of India, supporting fixed-line (landline), Bharat Fibre (FTTH), DSL broadband, and mobile (prepaid and postpaid) subscribers. Customer care is centralized for quick access, with circle-level teams handling field visits, provisioning, billing, and fault repairs.

BSNL’s IVR runs 24×7 with options in multiple Indian languages; live agents are available for most services during extended business hours, and fault booking is available round-the-clock. For complaints, you will receive a docket (reference) number via SMS or IVR—keep this safe; it is essential for status checks and escalations.

How to Reach BSNL Customer Care Quickly

BSNL supports short-code helplines that are toll-free from BSNL numbers, plus 1800-series numbers reachable from any network in India. If calling from outside India, use the long-format numbers by first dialing +91 and your carrier’s international access—charges may apply. IVR options typically include new connection/enquiries, billing and payments, service faults, and value-added services.

Calls to 1800 numbers are toll-free from any Indian network. Short codes such as 198 and 1503 are toll-free from BSNL numbers. Some fixed-line/FTTH helplines vary by circle; where a number differs locally, the IVR will announce the correct transfer. Always note the docket number announced or sent by SMS.

• 198 — Service complaints and fault booking (toll-free, BSNL). Works for landline, FTTH, broadband, and mobile complaints.
• 1503 — BSNL Mobile customer care (toll-free from BSNL). From any network: 1800-180-1503.
• 1500 — BSNL Fixed-line/FTTH customer care (toll-free from BSNL; availability may vary by circle). Common all-network alternative in many circles: 1800-345-1500.
• 1909 — Do Not Disturb (DND) registration/de-registration as per DoT regulations, across operators.
• Official website: https://www.bsnl.co.in — plans, notices, circle contacts, and grievance links.
• Self-care portal: https://selfcare.bsnl.co.in — bill download, payments, plan changes, and complaint tracking.
• Social support: https://twitter.com/BSNLCorporate — service announcements and rapid visibility for escalations.

Escalation and Resolution Timelines

When you register a complaint via 198/1503, BSNL issues a docket number and an indicative resolution time. For many urban landline/FTTH faults, field visits are typically scheduled within 24–48 hours; in semi-urban/rural areas it may take longer depending on access and spares. Billing disputes generally require a document review cycle; retain copies of bills and payment proofs.

If the issue is unresolved or the resolution is unsatisfactory, escalate with your docket number to the Circle Nodal/Customer Service team (contact details are published on bsnl.co.in under Customer Care/Grievance Redressal for each circle). As per the TRAI Consumer Complaint Redressal framework, you may file an appeal with the Appellate Authority if a complaint remains unresolved or you’re dissatisfied with the response; file the appeal within 30 days of the last response. Appellate Authorities are required to acknowledge and dispose appeals within prescribed timelines (commonly cited up to 39 days from filing).

For persistent non-resolution after the Appellate stage, you may approach the Department of Telecommunications (DoT) via the Centralized Public Grievance Redress and Monitoring System at https://pgportal.gov.in. Include your BSNL docket and appellate reference numbers, dates, copies of bills, and any written responses. Clear, chronological documentation significantly improves turnaround time at higher levels.

Digital Self-Service: Faster Than Waiting on the Line

The BSNL Selfcare portal at https://selfcare.bsnl.co.in offers registration using your service account details (landline/FTTH number, Customer ID as printed on the bill, or mobile number with OTP). Once signed in, you can raise and track complaints, download itemized bills, change plans/add-ons, and pay securely via UPI/net-banking/cards. Complaint registration via Selfcare issues the same docket number used by contact centers.

The official “My BSNL” mobile app (listed from BSNL on major app stores) provides similar capabilities on the go: recharges/top-ups, balance/usage checks, fiber ticketing, and outage notifications where available. If you manage multiple services (e.g., corporate landlines plus FTTH at home), grouping them under one Selfcare login simplifies monitoring and renewals.

Tip: After submitting a ticket online, use the “Add remarks/attachments” option to upload speed test screenshots (for broadband), ONT/DSL LED status photos, or payment receipts. This reduces back-and-forth with field staff and can cut resolution time by a day or more.

Preparing for a Productive Call or Ticket

Having the right data ready avoids repeat calls. BSNL systems search by Service/Phone number, Customer ID/Account number (from your bill), CAF/Application number for new connections, and registered mobile number for OTP verification. For FTTH/DSL, the ONT/DSL modem label often lists a Service ID that helps pinpoint the exact circuit.

When reporting faults, note what changed before the issue began (power outage, cable works nearby, rain), LED statuses on ONT/DSL modem (Power, LOS/Link, PON, LAN, WLAN), and the exact error in your router (PPPoE authentication failed, no DNS, low SNR). For billing, keep the bill cycle (e.g., Apr 2025), invoice number, amount, payment date/mode, and reference/UTR.

• Identification: Service number (landline/FTTH), mobile number, Customer ID/Account number, and registered email/mobile for OTP.
• Technical details: ONT/DSL modem make/model, LED status (Power, LOS/PON), last known working time, router PPPoE status, speed test screenshots (server, time, Mbps).
• Billing/supporting docs: Latest bill PDF, payment receipt/UTR, plan name and rent, any waiver/assurance SMS or email, prior docket numbers with dates.
• Access info for field visit: Exact address/landmark, preferred time window, contact person’s phone, building entry instructions.

Addresses and Official Channels You Can Trust

BSNL Corporate Office (for reference and official correspondence): Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi – 110001, India. Circle-specific Customer Service Centres (CSCs) handle in-person KYC, SIM replacement, new connections, device returns, and bill clarifications; locations and hours are published on your circle’s page at https://www.bsnl.co.in.

Most CSCs operate Monday–Saturday, typically 10:00–18:00, closing on Sundays and official holidays; hours can vary by circle/city and during festivals. Carry original ID/address proof and a recent passport photo for KYC activities. For corporate/enterprise accounts, your circle’s Enterprise Business team can be reached via contacts listed under “Business” on the BSNL site; they handle MPLS, PRI, SIP Trunk, and large FTTH deployments with defined SLAs.

For public updates—including planned maintenance, outage advisories, and promotional tariffs—monitor https://twitter.com/BSNLCorporate and the Press/News section on bsnl.co.in. When posting on social media for support, never share full KYC numbers or bank details publicly; instead, reference only the docket number and wait for a verified direct message from an official handle.

Final Practical Notes

Always insist on a docket number for every interaction—without it, escalations are difficult. If a promised callback window lapses, reply on the same ticket (Selfcare or 198) rather than opening a duplicate; duplicates split effort and slow resolution. After resolution, confirm closure by checking service stability for a full day; if issues recur, reopen the same docket with fresh timestamps and evidence.

Numbers and processes may be updated by BSNL from time to time. If a short code behaves differently in your circle, use the 1800 alternative or the Selfcare portal, and verify the latest circle-wise contacts on https://www.bsnl.co.in before you escalate.